topic Re: Data stopped and all rewards history missing. in Get Support

Data stopped and all rewards history missing.

Pogizzle — Tue, 04 Jan 2022 18:36:53 GMT

My wife's phone was renewed with 90Day Unltd Province Wide Talk/Unlimited Text/12GB data on February 12, 2017 and now the add-on is missing. I looked at the usage history and can only see about 4,531MB of data used from Feb 12 to now. Is there any reason why this add-on was removed? She didn't even get a warning about excessive data usage. Or was this a system error?

Also when I was investigating her account, all of the history of her Rewards is missing. She's always used Auto Pay and she had 2 refferals. I'm not sure what happened. It seems like it all of the sudden in within the last 12 hours.

Any MODs online that can help me out? I can private message her number.

Re: Data stopped and all rewards history missing.

NDesai — Sat, 25 Mar 2017 22:45:46 GMT

I think mods are gone for the day. But send private message to one of them and they will get back to you tomorrow morning.

Re: Data stopped and all rewards history missing.

will13am — Sat, 25 Mar 2017 23:11:40 GMT

@Pogizzle, what addon are you referring to? The plan attributes you refer to are those of the fall promotion. It does sound like your account got messed up somehow. As suggested by @NDesai, send a private message to a moderator and they will look into the problem tomorrow.

Re: Data stopped and all rewards history missing.

stonechucker — Sat, 25 Mar 2017 23:29:11 GMT

@Pogizzle, to me it sounds like your wife's phone may have been using cellular data without her knowledge. The removal of the usage history, and the addon in the display is normal practice.

I had an app turning on and off my wifi based on location, and for whatever reason, immediately following my renewal, within 1 day I had used almost a full 1 GB of my allotted data.

check the cell phone data usage app on her phone.

Re: Data stopped and all rewards history missing.

Pogizzle — Sun, 26 Mar 2017 00:49:35 GMT

I don't think I buy that. Her usage history wasn't deleted, her rewards history was deleted. Her usage history shows only 4,531mb of data used so there is no way an app was using data otherwise I'd see the usage in the history.

I think there has been a glitch in the service that caused this.

Re: Data stopped and all rewards history missing.

kav2001c — Sun, 26 Mar 2017 04:07:47 GMT

@Pogizzle which rewards history screen is blanked? The blue graphic or the text one?

(If text it is a temporary glitch but if your graphic is gone you probably have an issue; when mine was blanked mods explained to me there is no way to retreive it which was unfortunate)

Re: Data stopped and all rewards history missing.

Pogizzle — Sun, 26 Mar 2017 06:19:53 GMT

It's the blue graphic. That sux. Does that mean she will no longer get her 2 year reward loyalty reward?

Re: Data stopped and all rewards history missing.

Pogizzle — Sun, 26 Mar 2017 06:31:09 GMT

The other thing I just noticed is that I usually pre-pay into the wallet for both mine and my wife's account once a month. My account shows $58 available funds, my wife's account shows $0.00. Something very wrong has happened. Almost like someone fell asleep at the keyboard with their nose on the delete key.

Re: Data stopped and all rewards history missing.

kav2001c — Sun, 26 Mar 2017 13:05:15 GMT

@Pogizzle the problem is loyalty & referal rewards once lost are gone for good

Mods told me in past there is no way to correct in system, manual intervention is required

I would pm a mod since this might be an issue

(One more thing to check, sometimes system glitches and plan + use dissapears too? Yet in this case it usually comes back after)

Re: Data stopped and all rewards history missing.

Pogizzle — Sun, 26 Mar 2017 17:12:05 GMT

Well now I just found out that her phone isn't working at all even though her plan says it's good till May 14th. She can't make or receive calls and no data....

Re: Data stopped and all rewards history missing.

Luddite — Sun, 26 Mar 2017 17:19:56 GMT

Defintely then you will moderator assistance. Send any one of them a private message ( @MarieHelene_Lfor example) with your phone number and an explanation.

Meanwhile, if she needs to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Re: Data stopped and all rewards history missing.

Goo — Wed, 05 Apr 2017 05:54:56 GMT

I have the same problem. My data stopped working 3 days ago and my 12GB Add-On is also missing on my account. I emailed support 2 days ago and still waiting for their reply... Has your issue been resolved yet?

Re: Data stopped and all rewards history missing.

srlawren — Wed, 05 Apr 2017 16:45:13 GMT

@Goo wrote:
I have the same problem. My data stopped working 3 days ago and my 12GB Add-On is also missing on my account. I emailed support 2 days ago and still waiting for their reply... Has your issue been resolved yet?

@Goo I can tell you now that this means you have used up the full 12GB for your current cycle. Unforutnately once it is fully used up, it no longer displays in the My Add-ons section, frustratingly. [I believe PM have that on their radar to address but no ETA]. Right now your options are essentially to puchase a data add-on to help get you by, or just use WiFi while you wait for your next renewal. How close are you to your renewal date?

Re: Data stopped and all rewards history missing.

Pogizzle — Fri, 07 Apr 2017 17:40:36 GMT

So... TWO full weeks of no answers and BS replies from Mods and the tech support email.

The typical response is "I haven’t received any response from our department in charge yet. However, be certain that they will fix the problem and I will get back to you as soon as they answer."

The latest response told me to go buy a Voucher.... A voucher... For a service that according your their own SERVERS is still active until May 12th. MAY 12th people. I don't know what has happened on their servers but this is rediculous.

The reccomendation before that was to close my current account and open a new one but I'd loose all the rewards I've earn and the TWO YEARS of service reward.

I get this is not a first tier service provider but this is by far the worst. I really don't want to have to rant on a public forum however it seems like the only way to get Public Mobile's attention is to be the loudest in the room.

I was giving them the benifit of the doubt that they were actually working on it and that they actually have a technical team that can fix issues like this but its clear to me now that they don't and when things go wrong, they string you along until you either leave or spend more money, time and agrivation to work around them. It's absolute garbage.

FIX MY ISSUE PUBLIC MOBILE!!!

Re: Data stopped and all rewards history missing.

Pogizzle — Fri, 07 Apr 2017 17:45:21 GMT

Oh... And on top of that... My account wallet had $58 in it that has vanished (wont get that back I'm sure).

So lets recap. From no fault of my own, My account stops working, $58 dollars that are prepaid on the account disappears and Public Mobile's answer is to get me to open a new account or by a voucher.... Both of which COSTS ME MORE MONEY.

NO FAULT OF MINE!!!

Re: Data stopped and all rewards history missing.

Mary_M — Fri, 07 Apr 2017 17:49:37 GMT

Hey @Pogizzle,

Thank you for reaching out to us regarding your ongoing service issue.

I'm really sorry to hear that it has yet to be resolved. The main reason why my colleague offered to submit the ticket, rather than re-creating your account, is to save your rewards. Let's say we do re-create it, you will lose all of your rewards without the possibility of re-adding them.

Rest assured that when the ticket is resolved - yes, we have a technical team that works on these types of issues but some take longer than others to fix - we will make sure to re-instate the funds that were available! I can also see that Shazia has offered to help in regards to this, but we did not receive a reply.

Thank you for your patience,

Mary

Re: Data stopped and all rewards history missing.

Pogizzle — Fri, 07 Apr 2017 17:51:54 GMT

Shazia's response was to open an new account and loose the rewards... SAME thing you just said.

It's a work around and not a fix. I want it fixed.

Re: Data stopped and all rewards history missing.

Pogizzle — Fri, 07 Apr 2017 17:52:33 GMT

Also... You keep saying something is wrong with the account but haven't told me what it is.

Re: Data stopped and all rewards history missing.

Mary_M — Fri, 07 Apr 2017 17:59:43 GMT

If you want it to be fixed, then we will have to wait for the ticket @Pogizzle!

We also cannot confirm what the issue is, it seems like something went wrong on your account. The reason why we submitted the ticket is to get to the root of the issue, only then will we be able to tell you what the exact problem is.

You also do not need to purchase a voucher - since your services have already been paid, no other payment is required. As I said, we will make sure to re-instate all of the funds to your account once the issue is resolved.

Once again I really do apologize that you are experiencing a service outage, but I am confident that this will get fixed!

Mary

Re: Data stopped and all rewards history missing.

Pogizzle — Fri, 07 Apr 2017 18:05:39 GMT

Any way you can escalate the ticket. Or even confirm that someone is looking at it at all.

You can't honestly expect me to believe that it takes two weeks to figure out what the issue is and to fix it. Or at a minimum re-instate the account so I at least have service while you work on why it happened in the first place.